Capability building

Improvement in quality of workmanship in the circle/Cluster by

Execute training plan to build team capabilities to deliver One airtel Service  agenda Execution of Product/Process/System/Soft skill training for Airtel In-house/off role teams, Strategic and Non-strategic partners as per the norms to ensure effective learning to all the role holders Working with leadership to ensure that Learning outcomes drive business Objectives Coordination with circle and central role holders for effective Learning solutions Develop and design documents including training manuals, process outlines, flowcharts, checklists, templates, and implementation procedures.

Process Excellence

Ensure effective implementation of Delivery Process Journeys & SoP  Recommend process improvement in line with Airtel strategy and close coordination with Customer call centers and CSD teams of Airtel to enhance customer experience  Measure, analyse and evaluate existing processes, collect data to identify improvement opportunities, develop metrices with KPIs to measure Critical Success Factors  Facilitate process improvement meetings and workshops, brainstorming sessions and various process improvement events.

Productivity enhancement

Monitor and enhance service productivity measures by Consultation around training implementation in line with driving productivity in the teams Crafting productivity enhanced solutions / trainings 

Digitization

Look for opportunities for digitization in the processes.

Coordinate with the circle and Central process and product team for building digitization in the processes

Decision level 

Shared: Decisions reached jointly with peers on a collective basis Contributory: Makes a Major Contribution to a decision or policy judgment reached by others

Demonstrate (Key competencies)

Customer Obsession - Is sensitive and dedicated towards needs & expectations of customers, and is consistently willing to go above and beyond for the customer. Clearly advocates and finds ways & means to continuously up the experience of customers

Process Orientation- Defines, implements and ensures adherence to Processes, understand the organisation and where/how different processes connect to the bigger picture. Has an eye to spot the flaws. A mindset that embraces principles and tools to create sustainable improvement. Achieve long-term sustainable growth, working towards increasing productivity by removing waste and inefficiencies, Looks at innovative & new ways of delivering business & running processes. Ability to put structural solutions in place.

Influencing- Is an influencer, manages the stakeholders by creating a lasting relationship based on a consistent delivery of a win-win proposition

Ability to scale capabilities 

Highly collaborative and team-oriented

Problem-solving skills with the ability to identify, quantify and utilize information to make recommendations that support business choices.

ability to develop and deliver engaging, informative, well organized presentations

Educational Level 

Qualification/ Experience-

MBA and/or B.E/B.Tech with 3-4 years of experience in Capability building for Service Org  Experience in process design and implementation a plus

Working Experience

Must have:  3-4 Years work experience